Lead Client Service Advocate

1 week ago


Alpharetta, United States ClearStar Full time
Job DescriptionJob DescriptionSalary:

 

Why ClearStar Needs You:

Are you ready to spearhead a team dedicated to unparalleled customer service? Join us at the forefront of innovation and excellence as our Client Service Advocate Lead. Harness your passion for client satisfaction to drive transformative strategies and elevate our service standards to legendary heights. With your leadership prowess, inspire a dynamic team to deliver exception experiences and build lasting relationships throughout the organization. Ignite your career in a fast-paced environment where every interaction is an opportunity to make a difference. Join us and redefine the art of client service leadership today


Who We Are:

ClearStar offers employers valuable employment intelligence to better support their recruiting and decision-making by increasing the quality, reliability, and visibility of information through background and medical screening. A seven-time Inc. 5000 honoree and founding member of the Professional Background Screening Association (PBSA, formerly NAPBS), ClearStar has provided innovative technology solutions to businesses in the human capital management industry from its corporate offices in Alpharetta, Georgia, since 1995. Since 2020, ClearStar has been a portfolio company of Hanover Investor Management, a London-based private equity firm. By joining ClearStar, you will have the unique opportunity to learn from industry leaders while making an impact on the lives of others. 


  • ClearStar Background Screening
  • Our culture and values

 

What You'll Do:

  • Develop and update training documents and presentations in areas for education of staff and users.
  • Champion ClearStar clients through interaction via phone; written communication in Salesforce CRM for Case Management; and Live Chat to provide technology support.
  • Analyze, problem-solve, and provide resolution to Clients and Internal Customers
  • Initiate and maintain appropriate documentation of support calls from initial report through final resolution.
  • Partner with Sales; Implementation; & Account Management Team
    • This may include and is not limited to input on ClearStar’s platform functionality; features; documentation.
    • Training of Users, Demos, updating client configurations, etc.
    • Testing and quality assurance of reported site issues while detailing all steps of testing process

 

What You'll Need:

  • 3+ years of Tier II Client Support/QA/Tier II Client Services desirable.
  • Knowledge of screening industry, FCRA, and other compliance regulations preferred
  • Experience working within a CRM and the Microsoft Suite
  • Excellent written and verbal communication with a keen attention to detail
  • Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
  • A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection.

 

Who You Are:

  • Ability to coach and lead Tier I support representatives.
  • Gets satisfaction and pride through helping others and achieving results.
  • A strong work ethic and a goal-oriented mindset
  • Strong analytical and problem-solving skills
  • Ability to resolve customer problems with diplomacy, either directly or with the team’s assistance.
  • Ability to work collaboratively across teams while demonstrating leadership and accountability
  • Ability to undertake detailed activities with accuracy and reliability.

 

Compensation & Benefits

Exciting and meaningful learning and development opportunities await at ClearStar Join us on a journey of discovery and empowerment - where every opportunity is a stepping stone to success and growth. This position is also eligible for excellent benefits that include paid healthcare and life insurance premiums, low cost dental and vision insurance, employee assistance program, 401K matching up to 4%, quarterly and annual bonuses, 17 days of paid time off, 8 company paid holidays, and 2 additional days of paid time off for volunteer activities. 


The position is eligible for the Searching for Stars Employee Referral Program.


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